Job Description

At Grandir UK, we are seeking a Service Desk Team Leader to lead and mentor our internal IT service desk team.

Responsible for the day-to-day service desk operations, customer satisfaction and incident handling, you will play a crucial role in ensuring the smooth and efficient operation of our service desk.

Reporting to our Head of IT, you will be assisting in overseeing the internal team, driving up employee satisfaction, and ultimately, business success.

Purpose of the Role:

To lead and manage the internal IT Service Desk team to ensure efficient resolution of



incidents and service requests, while maintaining high levels of customer service.

Key Responsibilities:

Managing day-to-day operations of the service desk and its team. Leading, mentoring and developing the service desk team. Overseeing incidents and responses, ensuring excellent management of external partners whilst keeping internal stakeholders up to date throughout. Monitoring ticket performance against SLAs and KPIs. Monitoring customer satisfaction, assisting with complaints and implementing continuous improvement measures. Supporting the Head of IT with onboarding of new technology, nurseries, partners, suppliers, and team members. Handling technical escalations and ensuring timely resolution. Conducting trend analysis and implementing service improvements. Maintaining and developing our internal documentation platform whilst overseeing team utilisation. Liaising with other departments, external partners and vendors as required. Working with the Head of IT to continuously improve the department, the businesses' technology and end user experiences.

Person Specification:

What we are looking for:

You will have come from a hands-on technical support background, with a strong

understanding of service management practices, demonstrating a proven ability



to lead and develop high-performing support teams.



Your experience will include managing SLAs, driving continuous service

improvement, incident management and ensuring excellent customer



satisfaction across a multi-site organisation.



You will have a solid grasp of cyber security principles and understand how to

mitigate risks through effective service desk processes and user education. Your



ability to communicate clearly with both technical and non-technical employees,



stakeholders and partners will be key to your success in this role.

Essential Qualifications & Skills:

You will have a proven track record of team leadership and performance management, with at least 2 years' experience within a relevant role. You will have a keen eye for detail and be customer focused, with excellent analytical and problem-solving capability. You will have excellent customer service and communication skills, with the ability to communicate effectively with non-IT employees alongside external partners. You will have the skillset to effectively document processes and monitor team performance. You will have effective resource management skills and the ability to manage a dynamic workload. Excellent workload and time-management skills. At least 3 years' experience within 1st line and 2nd line support roles. Be able to successfully pass an enhanced DBS check.

Desirable Qualifications & Skills

Project management experience and/or qualifications. Previous experience as a service desk team leader or manager. Degree in a relevant subject. Implementation experience of ITSM Tools.

Join us and enjoy a host of attractive benefits including:

Holiday 25 days plus bank holidays (3 days must be reserved for Christmas shut down). Generous discount on childcare. 'Wellbeing Day' - an extra day off each year, just for you, outside of your holiday allowance. Private Medical Insurance: Bupa or equivalent. 24/7 remote GP appointments. Healthcare cash plan - Claim cash back on medical procedures such as dental care and physiotherapy. Death in service policy. Employee Assistance Programme (EAP). Recommend friends and family to work for us and be rewarded with a cash bonus. Access to an employee benefits portal, which includes discounts at 100's of online high street stores, turning points into cash. 'May I say thank you' for the month of May to appreciate the hard work and dedication of staff teams. Working for a business that has received 'Great Place To Work' certification, putting people at the core of what we do, reflecting our commitment to creating a positive and thriving environment for our employees. This accreditation aligns with our overarching mission to deliver high-quality childcare and education, fostering the growth of children into happy, smart, and healthy individuals. Placing children and families at the core of our efforts, we acknowledge that our dedicated teams play a pivotal role in delivering exceptional education and care.

Grandir UK is committed to safeguarding and promoting the welfare of children and young people and an enhanced DBS check will be required for this role.



We are an equal opportunity employer and select staff on merit, irrespective of age, disability, gender reassignment, marriage & civil partnership, race, sex, sexual orientation, religion or belief.